Patient Experience Specialist

Summary

Join Prompt as a Patient Experience Specialist and become the primary point of contact for patients with questions about their medical statements. You will handle inbound calls, provide clear explanations of account balances, and guide patients on payment options. Additionally, you will make outbound calls to patients with outstanding balances, ensuring respectful and helpful communication. This role requires strong interpersonal and communication skills, an understanding of medical billing and insurance, and the ability to handle sensitive conversations with empathy and professionalism. The position offers competitive salaries, a remote/hybrid environment, flexible PTO, and various other benefits. You will contribute to a positive financial experience for patients while supporting our customers’ revenue cycle operations.

Requirements

• High school diploma or GED
• 1+ years of experience in a healthcare customer service role or clinical front office
• Exceptional interpersonal and communication skills (verbal and written)
• Understanding of billing software and electronic medical record systems
• General knowledge of medical billing and insurance
• Ability to handle sensitive conversations with empathy and professionalism

Responsibilities

• Answer incoming calls from patients regarding their medical bills and insurance claims
• Provide clear, empathetic explanations of account balances, charges, and payment options
• Provide clear, step-by-step guidance on how to make payments, set up payment plans, or appeal charges
• Transfer or escalate complex issues to billing supervisors or insurance specialists when needed
• Make outbound calls to patients with outstanding balances to request payment and reconcile their accounts
• Follow up on past-due accounts while maintaining a respectful and helpful demeanor
• Document call activity and outcomes in the patient account system
• Accurately update patient information and payment activity
• Collaborate with accounts receivable teams as needed to resolve account issue and all other duties as assigned
• Ensure compliance with HIPAA and all applicable privacy and billing regulations

Benefits

• Competitive salaries
• Remote/hybrid environment
• Potential equity compensation for outstanding performance
• Flexible PTO
• Company-wide sponsored lunches
• Company paid disability and life insurance benefits
• Company paid family and medical leave
• Medical, dental, and vision insurance benefits
• Discounted pet insurance
• FSA/DCA and commuter benefits
• 401k
• Credits for online and in-person fitness classes/gym memberships
• Recovery suite at HQ – includes a cold plunge, sauna, and shower